Company Name: VARITE India Private Limited

About The Client

An Indian multinational information technology (IT) consulting company headquartered in Noida, The company has offices in 52 countries and over 225,944 employees. The Client is a global IT services and consulting company that offers a wide range of services and products across various industries like IT Infrastructure Services, Cybersecurity Services, Cloud Services, Big Data and Analytics, Internet of Things (IoT) Solutions, Semiconductor Services and Enterprise Software Products.

About The Job:

- The Incident & Service Request Manager is responsible for governing and optimizing Incident Management and Service Request Management processes across the organization.

- The role ensures efficient restoration of services, timely fulfillment of user requests, adherence to SLAs, process compliance, and continuous service improvement while driving operational excellence across support teams.

Essential Job Functions:

Incident Management

- Own and govern the end-to-end Incident Management process.

- Ensure incidents are appropriately logged, categorized, prioritized, assigned, and resolved within agreed SLAs.

- Monitor incident queues, backlog, ageing, and escalation compliance.

- Act as the functional escalation point for unresolved or business-critical incidents.

- Drive service restoration activities and coordinate with resolver groups and vendors.

Service Request Management

- Manage the lifecycle of service requests from submission through fulfillment and closure.

- Define and maintain service catalog standards, workflows,



and approval mechanisms.

- Monitor request fulfillment performance, SLA compliance, and customer satisfaction.

- Identify automation opportunities to improve request fulfillment efficiency.

- Collaborate with service owners to streamline request processes and reduce turnaround times.

Qualifications:

Required Skills & Experience

- 6–8 years of experience in IT Service Management, Service Operations, and IT Support Governance.

- Hands-on experience with ServiceNow ITSM.

- Strong expertise in Incident Management and Service Request Management processes.

- Good understanding of Problem, Change, Knowledge, and Major Incident Management.

- Experience managing operational SLAs, OLAs, KPIs, and governance forums.

- Excellent communication, facilitation, and stakeholder management skills.

Preferred Qualifications

- ITIL v3 / ITIL 4 Certification.

- ServiceNow Incident and Request Management modules.

- Knowledge of workflow automation and service catalog management.

- Experience with dashboarding and operational analytics.

Other Requirements

- ITIL Foundation Certification is recommended but not mandatory.





- Relevant certifications in Service Desk Management or Incident Management are optional but valuable.

How to Apply: Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visit Jobs In India – VARITE.

Unlock Rewards: Refer Candidates and Earn.

If you're not available or interested in this chance, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the referred candidate completes a three-month assignment with VARITE.

Experience Level Bonus Referral:

0-2 years

INR 5,000

2-6 years

INR 7,500

6+ years

INR 10,000

About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.

Equal Opportunity Employer:

VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.

📌 Incident + SR Management (Noida)
🏢 VARITE
📍 Noida